Accent

Neutralization

You will learn

1. Voice

2. Pronunciation

3. Intonation

4. Liaisons

5. Spelling and Pronunciation Patterns

6. Listening and Comprehension

 ACCENT NEUTRALIZATION
NEUTRALIZATION TRAINING

Through Accent Neutralization Training, you will learn to

speak standard American English. Achieving this standard
American English sound will enable our clients to understand
us better, thus, enabling us to provide assistance and service
that knows no boundaries.

What is Accent?
―Accent is a combination of three main components: intonation
(speech music), liaisons (word connections), and pronunciation
(the spoken sounds of vowels, consonants, and combinations).
Accent is free form, intuitive, and creative --- more the spirit of
language.‖

from American Accent Training by Ann Cook

Accent Neutralization Paragraph

Hello my name is ________. I‘m taking Accent Neutralization Training.

There‘s a lot to learn, but I hope to make it as enjoyable as possible. I should

pick up on the American intonation pattern pretty easily, although the only

way to get it is to practice all the time. I use the up and down, or peaks and

valleys, intonation more than I used to. I‘ve been paying attention to pitch too.

It‘s like walking down a staircase. I‘ve been talking to a lot of Americans lately

and they tell me that I‘m easier to understand. Anyway, I could go on and on,

but the important thing is to listen well and sound good. Well, what do you

think? Do I?
 Voice

Working as a call center representative requires you to communicate or

speak to a customer for almost 8 hours straight, every day. Try to re-
member that your voice is the only thing a customer can “see”. It’s im-
portant that CSRs keep a pleasant and “smiling” voice.

Clarity
Clarity means enunciating each word so that it is heard
clearly. Not enough clarity and you‘ll sound mumbled and
slurred; too much and you‘ll sound mechanical.

Speed
Speak too quickly and your words will run into each other, making it difficult
for the customer to understand. Speak too slowly and you‘ll sound bored and
disinterested.

Tone
Always sound professional. Never let your voice make it seem like you are
tired, bored, sarcastic, or condescending.

Pitch
Pitch is the ―high-ness‖ and the ―low-ness‖ of your voice. Pitch is what makes
a question sound like a question and not a statement. You sound whiny with
too much pitch and monotonous without enough.

Volume
This is how loud you talk. All you need is a natural speaking volume.

ACTIVITY:

Assess the Qualities of

Your Voice
 Preventive Maintenance for the Voice

 Drink plenty of liquids. Teas are known to be helpful too.

 Avoid exposing vocal chords to extreme cold and prolonged

periods of shouting.

 Try to identify possible sources of voice problems that may

damage the quality of your voice

 Maintain proper posture.

Pronunciation
Pronunciation is the spoken sounds of vowels, consonants, and
sound combinations. Though pronunciation is an integral
component of accent, it is the most variable. Note though that
pronunciation of certain words, such as cities, varies in the East
and the West Coast.

Problematic Sounds for Most Filipinos

Consonant Sounds
Vowel Sounds
CH as in child, much
J as in jump, badge
EE as in eat, see
D as in India
I as in it, with
P as in pass, up
EH as in edge, set
F as in fine, if
AE as in at, ran
R as in right, or
A as in often, not
S as in safe, miss
OO as in book
SH as in shoe, wash
U as in boot
TH as in think, with
UH as in up, but
THH as in this, breathe
UR as in early, her
V as in very, drive
OY as in oil, boy
Z as in zipper, is
ZH as in usual
 Diagnostic Paragraph for Pronunciation

Source: condensed from ―The Power of One‖ by Jane

Goodall, Time Magazine, Sept. 2, 2002

This selection contains every sound in the English language. Read the
passage carefully, observing the necessary pauses.

The greatest danger to our future is apathy. We must believe that

we can do something to preserve our planet. You may be
overcome, however, by feelings of helplessness. You are just one
person in a world of 6 billion. How can your actions make a
difference? Can we overcome apathy? Yes, but only if we have
hope. One reason for hope lies in the extraordinary nature of
human intellectual accomplishment. A hundred years ago, the idea
of a 747, of a man on the moon, or of the Internet remained in the
realm of science fiction. Yet we have seen those things and much
more. Another reason for hope is the resilience of human nature –
if it is given a helping hand. Today people improve their lives
through environmentally sustainable projects. Hope is most derived
from the energy and hard work of young people. Groups of young
people are cleaning creeks, planting trees, clearing trash, recycling
– and making their voices heard.

We have huge power, we of the affluent societies, we who are

causing the most environmental damage. Each of us must work as
hard as we can now to heal the hurts and save what is left.
 The Schwa /ǝ/ Sound
 The most common sound in American English

 Difficult to identify—appears as any vowels

 The neutral sound uh.

 An actual sound, not like the silent E at end of a word

 If the vowel sound can be minimized without changing

the pronunciation of the word, it‘s probably a schwa (٨).

The following words have the schwa (ǝ)

Was local inconvenience area Madison

Her moment Michael patience Denver

Sir number Christian mountain Maryland

Son another station region Pittsburgh

Up customer country double Columbus

Try These Phrases

business or residence customer service number

directory assistance for your information
little further better connection
one moment for reservations
under another name the district attorney
 Specific Words to Note
The following words take the sound of schwa (ǝ)
when they are unstressed.

to at than or as
that has had and for
have in your/you‘re would should
 The /æ/ Sound
 The [ae] is very distinctive to the ear and is very American
 To pronounce it, drop your jaw as if you were going to say
[ä], then from that position, try to say [Є].
 The final sound is not two separate vowels but rather a
smooth flowing combination of both.
 Think ―Advil‖ (ae d vil)

The following words have the æ sound

address international taxi

thank bank Disneyland

avenue Daniel transfer

category last static

travel cab California

apple Manhattan tan

Try These Phrases

a tanning salon S as in Sam

category search landscape contractor
at Saks Fifth Avenue family practice
an international bank can‘t understand
as a matter of fact exact address
 Specific Words to Note
The word ―That‖ serves different grammatical functions.

If it serves as a demonstrative pronoun (or a demonstrative determiner), as in

the examples below, it is pronounced with the æ sound .

Can you repeat that name please?

Is that D as in dog?

If it serves as a relative pronoun or as a conjunction, it is pronounced with a

schwa (ǝ).

Relative Pronoun The add-on that I found is in unlimited messaging.

Conjunction Did you say that you were given the wrong number?
 The /Ä/ Sound

 Form your lips into a vertically elongated circle and

make a sound.
 If you are producing /a/, your lips are probably spread
horizontally. Imagine making a vertical rectangle with
your open mouth.

 If you are producing /o/, then drop your jaw further.

The following words have the ä sound

all broad office

apologize locksmith taco

auto doctor operator

block Boston McDonald‘s

call box shop

mall Santa Monica water

Try These Phrases

please call back a body shop

I apologize the doctor‘s office
T as in Tom Bob‘s pawn shop
have a lot off of Broadway
Bond paper concrete products
 The /Ō/ Sound
 Put your lips in a circle, protruding your lips slightly. Make
the circle smaller, as you continue to make a sound.
 Be sure not to make a single circle. Move your lips from a
larger to a smaller circle.

 Do not flatten your lips, as in a smile; drop your jaw, don‘t

smile

The following words have the ō sound

both don‘t Dominos

code post toll

moment motor grove

motel coast gold

hotel hello no
road Kinko‘s tow

Try These Phrases

Future job home loans

a tow truck Coastal Road
one moment don‘t know
a bowling place the only Jones
start over a mobile home
 The /Ē/ Sound

 Smile as you say E.

 Do not hold the production of the sound longer than

any other vowel, even though you see 2 letters

 Make the sound more definite by exaggerating your

smile.

The following words have the Ē sound

beach street reasons

please suite city

field these east

inconvenience anything previous

pizza reach family

movie three ice cream

Try These Phrases

the inconvenience a theater in Cleveland

one moment please a Chinese eatery
N as in Nancy county attorney
street in Phoenix Walgreens in Queens
coffee and ice cream money magazine
 The /Ĭ/ Sound

 Mouth slightly more open and the muscles of the neck are
more relaxed than in the /ē/ sound.
 This is a short sound.

The following words have the ĭ sound:

city locksmith assistance

issue women Wisconsin

inconvenience six cinema

inn business give

limo Sprint liquor

listing service billing

Try These Phrases

business or residence family dentist

different spelling insurance office
issue credit Kinko‘s in Brooklyn
still searching district council
medical practice billing inquiry
 Contrasting Ē vs Ĭ

 Ē and Ĭ are commonly interchanged by Filipinos.

 Long E is a tense vowel. There should be some tension
in the mouth when you pronounce it. Make the sound long.
 Short I is a lax vowel. Keep your mouth relaxed and keep
the sound short.

Tense Lax

team Tim Tim is on my team.

feet fit The shoes fit my feet.

heel hill Put your heel on the hill.

eat it It‘s an eatery.

deed did I did not find the Registry of Deeds.

meal mill I have meals at the mill for you.

Sentence Drills

1. I eat it.

2. I‘m sorry for the inconvenience. Let me issue you credit.

3. The beat is a bit strong.

4. He did the deed.

5. Do you feel that we should fill it?

6. Put your heel on the hill.

7. Who did the deed of sale of this property?

8. Martha is not so keen in meeting Peter‘s kin.

9. Do you know that Tina can knit a sweater in a neat way?

10. Tim is on the team.

 The /ŌŌ/ and /Ū/ Sound
 Form your lips into a small circle
 Protrude your lips slightly as you form the circle

The following words have the /ŌŌ/ & / Ū/ sound:

movie school supermarket

whose through music

do route two

new shoe pool

avenue choose issue

Try These Phrases

a jewelry store issue two credits

a new listing community pool
two locations a zoo in New York
give a few a movie studio
an amusement park computer school
 The /ŐŐ/
ŐŐ/ and /Ŭ/ Sound

 Slightly more open than the /ōō/ and /ū/ sound

 Also produced farther back in the mouth.
 Don‘t round your lips to the extent that you do for the /ōō/.

The following words have the /ŐŐ/ & / Ŭ/ sound

book took put

foot boulevard look

Brooklyn pull would

full good could

wood cook should

*The words would, could, and should are pronounced with a schwa when
unstressed.
Would you like to be connected?
It should appear on your account.
Could you give me the address?

Try These Phrases

a cooking school pull up the listing

good afternoon a woman‘s dress
on The Boulevard a bookstore in Brooklyn
full address Foot Locker in Goodyear
courier service looking in Hollywood
 The [P vs F] Sounds
Sounds
 Produce P by slightly pressing the upper lip to the lower lip,
then force air through to separate them

 Produce F with the upper teeth lightly touching your lower lip,
then blow and feel the air escape between your lip and teeth

The following words have the P & F sounds

police apologize foot

pizza Sprint information

department Pacific first

please fifth transfer

help further phone

spelling find food

Try These Phrases

a pizza place office supplies

appliance repair a different spelling
the fruit farm the post office
fast food chain a flower shop
computer software help you further
 The [B vs V] Sounds
Sounds
 B - Form the mouth like a P at the start, then produce a
voiced sound as you force air through to separate the lips

 V - Form the mouth as in the F at the start, then produce

an audible, semi-buzzing sound as you force air through

The following words have the B & V sounds

bank public inconvenience

business bakery of

better boulevard avenue

bookstore video veteran

best veterinary have

number value previous

Try These Phrases

bath and body government vehicle

bed and breakfast in Beverly Hills
a bail bondsman the university bookstore
moving service a savings bank
of movies and videos previous number
 The American T

 The American T is influenced very strongly by intona-

tion and its position in a word or phrase
 Try not to base your pronunciation on spelling alone

T is T
 In the beginning of a word
 In stressed T and ST, TS, TR, CT, and LT combinations (and sometimes
NT)
 D in the past tense of verbs ending with an unvoiced consonant

Try These Words & Phrases

transfer state hotel reached

taxi street control checked

truck stop retail store state treasurer

travel and tours electrical contractor district attorney

T is D
 If T is in the middle of the word, intonation changes the sound to a soft D

Try These Words and Phrases

city category auto computer

better little Toyota water
 what I have a lot of about a mile

get a number eight o‘clock wait a moment

T is Silent
 T and N are so close in the mouth that the /t/ can sometimes disappear.
 If the T is at the end of the word, you almost don‘t hear it at all

Say These Words

Atlanta twenty credit that

center county street market

T is Held
 If you have /n/ immediately after /t/, don‘t pop the /t/. Release the air for
the /n/, not the t.

Say These Words

certain important forgotten Manhattan

written mountain Martin Clinton
 The /TH/ Sounds
Sounds
The Voiceless TH

 Produced with the tongue touching upper teeth lightly

 Tongue maintains a relaxed stance and should be protruding
 Maintain a steady and faintly audible flow of air
 Do not interchange with the T sound

The following words have the Voiceless TH sound

thank anything fifth

theater Matthew Smith

third athletics south

three authority health

Specific Words to Note

The following proper nouns are spelled with ―th‖ but are pro-
nounced with ‗t‖.

Thomas Thompson Thai / Thailand

Contrasting Voiceless TH vs T

thank tank both boat

three tree bath bat
thought taught math mat
 Try These Phrases

thank you both therapists

anything else three thousand
movie theater thick things
a Methodist church third locksmith
 The Voiced TH

 Produced with the tongue protruding slightly

 Tongue should also be touching the upper teeth
 Start with the voiceless TH then add a buzzing sound without
changing the position of tongue
 Do not interchange with the D sound

The following words have the Voiced TH sound

the there clothing

that northern other

this although with

Contrasting Voiced TH vs D

there dare then den

though dough they day

Try These Phrases

this listing there‘s no bother

a clothing store another on Southern
search further neither of these
other name without that
 THE S and Z SOUNDS

The Sibilant S

 The sibilant S is voiceless.

 Put one‘s teeth together and let a steady flow of
air pass

Try These Phrases

second listing say the address Saint Louis

city and state fitness center Los Angeles

spell the street office supply Las Vegas

six and seven pizza place Wisconsin

still searching customer service Massachusetts

Sentence Drills

1. I am searching the surrounding areas.

2. Is the first letter S as in Sam?

3. I have Fantastic Sam‘s on Southwest Street.

4. Let me search by category for supermarkets.

5. Is this a pharmacy or a convenience store?

 The Sibilant Z

 The sibilant Z is voiced

 Hold the teeth together, release air like the S but more
audibly and forced.

 It may be spelled as an S but pronounced a sibilant Z

The following words have the Z sound

zero is please

zone was choose

zoo business resort

apologize Disneyland residence

plaza because reservations

/ex/ pronounced /egz/

exact examiner exhibit

executive Exeter exotic

The following words have the ZH sound

casual treasurer television

usual leisure precision
 Try These Phrases

exact address business or residence

security reasons television news
amusement park resort in Missouri
casual wear cheese and potatoes
musical instrument housing division

Noun plurals and verb singulars that end with the /z / sound
If the singular form of a noun ends with a voiced consonant (like b, d, g, l, m,
n, ng, r, v, and hard th), then the plural form will have the z sound in the end
(not s). If a noun ends with a vowel sound (like potato), the plural form will
also take the z sound.

The same thing happens when you add /s/ to the singular form of a verb that
ends with a voiced consonant.

When we add /es/ to words ending in s, z, ch, or sh, it is pronounced /ihz/.

This is more apparent when saying a phrase or a sentence.

Try these words

businesses goods utilities

balls toys studios

services records sounds

kisses US Airways nails

Pep Boys boxes doctors
 Stress & Intonation
Stress is the relative emphasis given to certain syllables in a
word or certain words in a phrase or sentence. In this lesson, we
will focus on stress in phrases and sentences.

Stress is connected to Intonation, which is the rise and fall of pitch that serve
to convey a range of meanings, emotions, or situations. Stress and intonation
together create rhythm.

People have the misconception that good pronunciation is a matter of master-

ing individual sounds. Sometimes, what really makes speech sound foreign is
not a lack of articulate sounds but rather irregular rhythm or unnatural intona-
tion. When non-native speakers give too much attention to the articulation of
individual sounds, they tend to lose proper phrasing. Their speech becomes
choppy because there is lack of thoughts groups, proper pausing, and linked
words.

Thought Groups
In American speech, there are natural places to pause
and take a breath. It is not natural to say one long
sentence in one breath.

Read the sentence below:

I have issued you credit and it will appear

on your account within the next two months.

Did you know at what points to pause? Did you know how to divide the
sentence to sound more natural?

If you divided the sentence as below, then you did it right:

I have issued you credit / and it will appear on your account /

within the next two months.

If you wish to say it more slowly, the sentence could also be divided this way:

I have issued you credit/ / and it will appear /

on your account / within the next two months.
If you group your words naturally, there would be a better flow to your speech
and it will be easier for people to understand you.

How do we divide a sentence into thought groups?

The key to identifying thought groups is grammar. Sentences are made up of

grammatical units. Identify these units and you‘ll know when to pause.
Pausing between large grammatical units creates a natural rhythm and more
fluid speech.

Grammatical Units

 Noun Phrases
 the listing
 the residential number

 Subjects
 The number is not listed.

 Verb Phrases
 ask patiently
 asked the customer
 has been asking

 Prepositional Phrases
 in Manhattan
 for further assistance

 Clauses
 The listing, which is non-published, has no address.

These grammatical units represent ideas—thought groups—and we don‘t

want to break up these ideas. If you need to speak slower, break up long
sentences into thought groups.

Something to remember: Do not break up short statements. For example:

She called.
Stress Patterns

In American English, we don‘t stress every single word. Other-

wise, we would sound like a robot. Some words are stressed
while others are said quickly. How would we know which words to stress?

A. Content Words and Function Words

In a sentence, there are words that are more important than others. These
words carry higher information content . They are the ones that should be
stressed.

As a first step to understanding American stress patterns, you will learn the
difference between content words and function words. This way, you would
know which words to stress when reading aloud or speaking in English.

Knowing which words to stress does not simply make your speech sound
more natural. It can be the difference between being understood correctly
and being misunderstood—because stressing different words can create dif-
ferent meanings.

Content words carry meaning. They emphasize or contrast information.

They are always pronounced clearly.

Function words help create grammatical structures. They organize and

hold the sentence together according to grammar rules. They can be glided
over especially in fast speech and their vowel sounds are usually reduced.
For example, the word for sounds like fuhr when unstressed.
 Content Words

 Nouns — listing, street, inconvenience

 Adjectives (including numbers) — several, different, three, second
 Verbs (main verbs) — transfer, ask, have been searching
 Adverbs — clearly, aloud, sincerely
 Interjections — Oh!

Function Words

 Personal pronouns and possessive adjectives — me, it, their, your

 ―To be‖ verbs — am, is, was, are, were
 Modals and auxiliary verbs — was, could, don‘t, have been
 Short prepositions — to, for, on, in
 Articles — a, an, the
 Conjunctions — or, and, but

When we speak in phrases and at the sentence level, we usually stress con-
tent words not function words. When we say we stress a word, we say it
more loudly, longer, and at a higher pitch.

STUDENT ACTIVITY
Content Words and Function Words

Underline the content words and encircle the function words in the following
sentences:

1. Can I have the name please?

2. I have WalMart for you.
3. I apologize for the wait.
4. You have reached an T-Mobile Assistance Operator.
5. Is this a business or a residence?
B. Stress Within Thought Groups

When words are grouped into meaningful phrases, there is . . . .

usually one word that receives the most stress. That word is
generally the final content word.

Let me transfer you for further assistance.

Let me transfer you is one thought group and transfer is the final content
word.

for further assistance is another thought group and assistance is the final
content word.

Hence, the sentence should be read this way:

Let me transfer you / for further assistance.

Compound Nouns

A compound noun is a noun that is made up of two or more words.

Most compound nouns are formed by nouns modified by other
nouns or adjectives.

In a compound noun with two words, the first word receives the
stress. For example:
airline last name beauty salon
hardware gas station department store
The same applies to businesses:
Walgreens Best Buy Neiman Marcus
Starbucks Holiday Inn Mayo Clinic

Try these examples. Which words should receive the primary

stress?

1. What is the name of the business?

2. You‘re welcome. Have a nice day!

3. Sorry, I have no phone number listed under that last name.

C. Stress in a Cluster of Content Words

Native English speakers may break the rules of stress in fast speech. This
happens most often when there is a phrase with a cluster of content words.
Instead of stressing each content word in the cluster, the speaker may
choose to alternate the stress so that there is a more natural flow and rhythm.

The caller felt happy.

It‘s like walking down a staircase.
Could you repeat the lawyer’s name?

The same rule applies to business listings:

I have Lowe’s Home Improvement on Golden Valley Road.

I have a completely different address for Bed Bath & Beyond.

D. Contrast and Meaning

Native speakers break normal rhythmic patterns when

it‘s necessary to emphasize certain words. Doing so can
contrast two ideas or clarify a misunderstanding.

I have only tried it a few times. Ben has done it a thousand times.

In each statement, the final content word is times. However, few and thou-
sand were given primary stress to show contrast.

That boy ate all the pizza.

In this sentence, the final content word is pizza. However, the word all was
given primary stress to indicate that the boy did not eat only a few slices of
the pizza but all of it.

Putting the stress on a different word would create a different meaning:

That boy ate all the pizza.

By putting the primary stress on That, the speaker emphasizes that it was not
someone else that ate all the pizza but that particular boy.
Understanding this break in the rhythmic pattern will help us understand peo-
ple more easily. Can you interpret the following sentences or attach a state-
ment before or after each? Note that primary stress is on the words in bold
letters. The first example has been done for you.

You think the job is hard.

- You think the job is hard, but I don‘t.

My favorite movie is Top Gun.

They are waiting outside the store.

California is west of Arizona.

Remember that this break in the pattern is done only when

necessary. If not needed, follow only the normal stress pat-
terns—especially when taking calls. Otherwise, you might
sound argumentative or sarcastic. Consider the following
examples:

Don‘t say... Instead, say…

I apologize for the wait. I apologize for the wait.

Thank for your patience. Thank you for your patience.

Let me issue you credit. Let me issue you credit.

E. Stress When There are No Content Words

If there is no content word in a grouping of words, emphasize the last function

word.

Examples:

Caller: Is this 911?

You: Yes, it is.

Caller: Are you able to give directions?

You: Yes, we are.
 STUDENT ACTIVITY
Accent Paragraph

Below is the accent paragraph. Divide the sentences into thought groups and
underline each word that must receive primary stress in each thought group.

Hello my name is ________. I‘m taking Accent Neutralization Training. There‘s

a lot to learn, but I hope to make it as enjoyable as possible. I should pick up on

the American intonation pattern pretty easily, although the only way to get it is

to practice all the time. I use the up and down, or peaks and valleys, intonation

more than I used to. I‘ve been paying attention to pitch too. It‘s like walking

down a staircase. I‘ve been talking to a lot of Americans lately and they tell me

that I‘m easier to understand. Anyway, I could go on and on, but the important

thing is to listen well and sound good. Well, what do you think? Do I?

Falling and Rising Intonation

Intonation is an important part of communication. It helps
create the music of a language. In music, there are high
notes, low notes, and notes in the middle. We can say the
same thing when it comes to speaking. If we didn‘t have intonation, our voice
would be very flat—it would sound strange.

Through a speaker‘s intonation, you can know the following:

 the speaker‘s feelings or attitude;
 if the speaker is asking you a question;
 if the speaker is done talking and it is your turn to say something in
response

Intonation is change in pitch within a group of words—whether it goes up or

down. It‘s a long line of melody.
Falling Intonation

Falling intonation is a pattern in which your voice falls to a low

pitch by the end of a thought group or statement.

What does it communicate?

 Certainty (or finality) — you are telling a fact and/or you believe you
are right
 Completion — you are done speaking. Your listener can now re-
spond. Response could be in words or action. This is why we use
falling intonation in commands and directions.

Examples:

I‘m sorry for the inconvenience.

Please dial *2 for customer service.

Rising Intonation

Rising intonation is a pattern in which your voice rises to a high

pitch by the end of a thought group or statement.

What does it communicate?

 Uncertainty — you are not sure of the truth and/or you are asking
the listener to answer ―yes‖ or ―no‖ to a question.
 Lack of finality — you may not be done speaking. You might be
thinking of something else to add.

Limit the use of rising intonation to the above. With too much rising intonation
in your speech, you can come across as unsure and your listener may not
know when you are done speaking.
 Intonation in Questions

Most Yes-No questions use rising intonation.

Do you know the confirmation number?

Did you get an error message?

Information questions (what, who, why, where, when, how, etc.) use falling
intonation.

How may I help you?

What kind of device do you have?

STUDENT ACTIVITY
Intonation in Questions

Determine whether you should use falling or rising intonation in the following
questions:

1. Is there a movie you would like to see?

2. What kind of business is this?
3. May I know where you are coming from?
4. How many lines do you need?
5. Is this a 911 emergency?
6. What phone number are you calling from?
7. Could this be listed under a different name?
8. Is that a business or a residence?
9. Is that a business?
10. What number were you given before?
 Regular Transition of Nouns/
Adjectives and Verbs

Note the changes in syllable stress in the following words. For

nouns, the stress is placed on the first syllable and for verbs,
on the second syllable.

Nouns/Adjective Verb
absent to absent
a concert to concert
a contract to contract
a convert to convert
a present to present
a recall to recall
a record to record
a research to research

In the following words, stress stays in the same place but the ate in a noun or
an adjective is reduced and becomes iht, whereas in a verb, it is a full (a)
sound eyt.

Nouns/Adjective Verb
an advocate to advocate
alternate to alternate
appropriate to appropriate
associate to associate
deliberate to deliberate
graduate to graduate
separate to separate
 Liaisons
LIAISONS are word connections that allow us to speak in sound
groups rather than individual words. Even though English is
printed with a little space between words, this is not how it‘s spoken. If you
actually try to talk like that, you will sound mechanical, stilted, awkward, or
affected.

Allow your words to flow smoothly into each other to have fluid, fluent con-
nected speech.

Words are connected in four main situations:

1. Consonant / Vowel 3. Vowel / Vowel

2. Consonant / Consonant 4. T, D, S, or Z + Y

Situation 1 Practice

Words are connected when a word ends in a consonant

sound and the next word starts with a vowel sound, includ-
ing the semi-vowels W, Y, and R. You also use liaisons in
spelling and numbers.

1. Name of

2. Read out

3. The number is

4. Anything else

5. Further assistance

6. How can I

7. Post office

8. Rite-aid

9. IRS

10. AAA (Triple A)

 Situation 2: Consonant / Consonant

Words are connected when a word ends in a consonant sound

and the next word starts with a consonant that is produced with
the mouth and tongue in a similar position.

Remember: we are talking about the sounds of the letters, not the names of
the letters.

1. At the lips: p, f (unvoiced); b, v, m, w (voiced)

2. Behind the teeth: t, ch, s, sh (unvoiced); d, j, z, zh, l, n, y (voiced)
3. In the throat: k, h (unvoiced); g, ng, r (voiced)

Situation 2 Practice

Read the words and phrases following the guidelines.

1. Business seal

2. What type

3. Check cashing

4. Main number

5. Different name

6. Office supply

7. Social service

8. Credit time

9. Foot locker

10. 5-4-5-4
 Situation 3: Vowel / Vowel

When a word beginning with a vowel sound follows a word end-

ing in a vowel sound, they are connected with a glide between
the two vowels. Glides are characterized by a slight [y] sound or a slight [w]
sound.

Examples:
Go away [Gowaway]
I also [Iyalso]

The appropriate sound to be used depends on the position of one‘s lips at the
end of the previous word. For instance, a word ending in [o] will make your
lips turn into a forward position. A [w] sound will naturally lead into the next
vowel sound (as in ―gowaway‖)

Situation 3 Practice

Read the words and phrases following the guidelines.

1. No address

2. I apologize

3. The inconvenience

4. You are

5. Let me issue

6. To assist

7. Lee asked

8. D‘ Angelo‘s

9. FAO Schwarz

10. So honest
 Situation 4: T, D, S, or Z+Y

When the letter or sound of T, D, S, or Z is followed by a word

that starts with Y (or its sound), both sounds are connected.

T + Y = CH

 What‘s your name?

 Can‘t you do it?
 Actually
 Don‘t you like it?
 Wouldn‘t you?
 Haven‘t you? No, not yet.
 I‘ll let you know.

D+Y=J S + Y = SH

 Did you see it?  Yes, you are.

 How did you like it?  Insurance.
 Could you tell?  Bless you!
 Where did you send your check?  Press your hands together.
 What did your family think?

Z + Y = ZH

 How‘s your family?

 How was your trip?
 Who‘s your friend?
 Where‘s your mom?
 When‘s your birthday?
 Standard Lines and Fillers

1. What number are you calling from please?

2. How can I help you in Miami, FL ?
3. Is that a business or a residence?
4. Can I have the name please?
5. Can you verify your password please?
6. What type of business is this?
7. Is there anything else I can help you with?
8. Thank you for your patience.
9. Thank you, one moment please.
10. One moment please while I search that for you.
11. I‘m searching under different spellings for you.
12. Let me search a little further.
13. Let me search by category for you.
14. Let me try searching a different way.
15. I apologize for the wait.
16. I‘m sorry for the inconvenience.
17. Thank you. Have a nice day!
18. One moment please while I transfer you for further assistance.
 Spelling & Pronunciation Patterns

The following are common spelling and pronunciation patterns

in many cities and places in the United States.

In reading them, stress the syllable in bold letters.

At the Beginning

Las/Los (läs)

Las Cruces, NM Las Vegas, NV Los Angeles, CA Los Gatos, CA

Brook (brŭk)

Brooklyn, NY Brookline, MA Brookfield, WI Brooksville, FL

Somer (s٨-m٨r)

Somerville, MA Somerset, NJ Somersworth, NH Somers Point, NJ

Moor/Moore (more)

Moorhead, MN Moorestown, NJ Moorpark, CA

 At the End

Mouth (m٨th)

Plymouth, MA Falmouth, MA Monmouth, IL Portsmouth, NH

Port (pōrt)

Bridgeport, CT Newport, RI Davenport, IA Freeport, IL

Burgh (b٨rg)

Newburgh, NY Edinburgh, OH Pittsburgh, PA

Man (m٨n)

Boardman, OH Kingman, AZ Kaufman, TX Norman, OK

Ward (w٨rd)

Hayward, CA Woodward, OK Howard, IN Seward, NE

Minster (mĭnstr)

Bedminster, NJ Warminster, PA Westminster, CA

 Stead (sted)

Hempstead, NY Homestead, FL Barnstead, NH

Shire (shĭr)

Wilshire New Hampshire Cheshire, CT

 Common Errors

Don’t say... Instead say...

Is that a one-word or a two-word? Is that one word or two words?

Can you spell me the listing? Can you spell the listing?

Is there anything else I can help Is there anything else I can help you
you? with?

Would this be on what street? What street would this be on?

Do you know what street is this on? Do you know what street this is on?

Do you know what type of business
is this?
Is this a business or a residential?
Can you repeat that again please?
(when it has been said only once)
Do you know what type of business
this is?
Is this a business or a residence? /
Is this business or residential?
Can you repeat that please?
Can you say that again please?

Fill up the form Fill out the form

Just for a moment One moment please

Yes, unfortunately we cannot do We apologize but we are unable to

that for you process your request right now
 Confusing verbs
Bring
This talks about somebody carrying
something towards the speaker or
listener
Bring the files when you meet at the
conference room.
Okay, I‘ll bring them there.
Borrow
To take something that is not yours,
with the intention of returning it.
Mr. Henderson, our neighbor,
borrowed my lawn mower.
Take
This talks about somebody carrying
something away from the speaker or
listener.
I‘m taking one of the companies car
to the airport
Don‘t take the red car.
Lend
To let somebody hold and use
something but you expect him/her to
give it back afterwards.
I lent my sister my hair comb.